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AGENT SERVICES

Experienced capacity around the workflows that need it

Some carriers need a partner to run the whole administration operation. Others just need experienced hands on specific workflows. Agent Services adds insurance-experienced professionals and proven workflows to your team, with appropriately licensed personnel where the work requires it.

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Define the operating boundary first

The evaluation can start with the work the carrier wants to transfer and the control it wants to keep.

  1. What stays with the carrier

    Which responsibilities stay with the carrier?

  2. What moves to the partner

    Which move to the partner?

  3. Who owns each responsibility

    Who owns decisions, exceptions, controls, and responsibility for each part of the customer experience?

TARGETED OPERATIONAL SUPPORT

Agent Services

Insurance-experienced professionals and proven workflows that extend the carrier or distributor team, with appropriately licensed personnel where the work requires it. Scope, controls, and service levels are set in the engagement.

  • New business and case processing
  • Underwriting case support
  • Commission processing, reconciliation, and administrative support, based on the agreed service scope
  • Policy servicing and policyholder support within agreed carrier-authorized workflows, scripts, and controls
  • Scalable operational support and service-level reporting based on the agreed engagement
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Where operating models differ

Much of the distinction comes from the operating model around the work, not just the ability to process a transaction.

01

Scope and accountability

Define which lifecycle activities move, which stay, and who owns decisions, exceptions, controls, and responsibility for each part of the customer experience. The carrier remains the insurer of record. Zinnia personnel perform only the activities authorized by the engagement and permitted by applicable licensing and regulatory requirements; the carrier retains responsibility for insurer decisions unless otherwise permitted and expressly delegated.

02

Technology and integration model

Map applications, policy data, documents, payments, finance, portals, distribution systems, and third-party services into the operating model.

03

Financial and operational control

Define which financial and operational controls are in scope, including applicable reconciliation, payment controls, GL support, exception handling, audit evidence, quality controls, and escalation paths.

04

Visibility into the supported work

Look for workflow-level service reporting, aging work, exceptions, escalations, agreed performance measures, and governance that keeps the carrier informed without forcing it back into transaction management.

Related workflows

When does a trusted application become more than a point solution? When it connects seamlessly with the tools around it—supporting the entire workflow and becoming an essential part of the business.

As agentic AI reshapes how work gets done, that connectivity becomes even more critical: applications must exchange context, trigger action, and work together across the workflow. See how Agent Services connects with the rest of the Zinnia ecosystem.

Related content

Agency & Distribution Management

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Choose the level of support the operation needs

The answer may be full administration, targeted capacity, or a staged path between the two. Define the responsibilities, controls, and outcomes first, then choose the operating model.

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